Accenture Global Solutions Limited

Wipro Limited

Vinay Narayana

Krishna Kummamuru

RamPrasad Kanakatte Ramanna

Anurag Tripathi

Shruti Chhabra

Sonam Gupta

Rinki Arya

Kiran Cskumar

Garima Pandey

Tanuj Chawla

Thomas Mammen Tharakan

A system and method for upgrading an executable chatbot is disclosed. The system may include a processor including a fallout utterance analyzer, a response identifier, a deviation identifier, a flow generator and enhancer. The fallout utterance analyzer may receive chats logs comprising a plurality of utterances and corresponding bot responses. The fallout utterance analyzer may classify the plurality of utterances into multiple buckets pertaining to at least one of an out-of-scope intent, a newly identified intent, and a new variation of an existing intent. The response identifier may generate auto-generated responses corresponding to new intents for upgrading the executable chatbot. The deviation identifier may overlay corresponding intent in the chat logs with the prestored flow dialog network to designate an extent of deviation with respect to flow prediction performance by the executable chatbot. The flow generator and enhancer may generate an auto-generated conversational dialog flow for upgrading the executable chatbot.

Automated learning based executable chatbot

Disclosed herein is a method and a system for dynamic recommendation of experts for resolving queries. The method comprises generating expert scores for each expert connected to the system. A ranked order list of all the experts is generated based on the expert scores and availability of the experts. Further, an expert having the highest expert score in the ranked order list is recommended for resolving the user queries by establishing a communication session between user and the recommended expert. The expert score for the recommended expert is updated in real-time based on information collected from the communication session. The disclosed method helps in reducing total number of service tickets being generated for resolving a set of user queries, thereby reducing total waiting period and the resolution period.

Method and system for dynamic recommendation of experts for resolving queries

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Bengaluru, India

Vinay Narayana